Job Title: Telehealth Medical Assistant Supervisor

Job Description

Seeking dedicated and patient-oriented Certified Medical Assistants to assist with a Telehealth program project. This is a fully remote position where you will play a crucial role in assisting patients with hypertension. CMAs will offer support and guidance on the use of their blood pressure kits provided to them. You will be responsible for handling inbound calls, offering exceptional customer service, and ensuring accurate collection of patient's vitals.

Responsibilities

• Oversee 16 CMA reports and handle escalated patient calls.
• Ensure schedules are aligned with direct reports and confirm they are online during working hours.
• Construct reporting on patient calls and overall program project to upper leadership.
• Monitor call queues, team status, and call recordings to ensure adherence to quality standards and patient satisfaction.
• Lead onboarding, training, coaching, and performance management, including issuing written warnings or disciplinary actions when needed.
• Serve as the escalation point for patient-related issues and route appropriately to clinical staff.
• Troubleshoot and triage minor technical issues with tools and coordinate with IT when necessary.
• Conduct regular 1:1s and team huddles to maintain morale, clarify processes, and support staff development.
• Ensure timely and thorough documentation across all tools, maintaining compliance with HIPAA and internal policies.
• Actively contribute to process improvement by identifying trends, gaps, or friction points in staff workflows or patient experiences.
• Collaborate with clinical leadership, operations, and QA teams to uphold high standards and ensure consistent service delivery.

Essential Skills

• Active Certified Medical Assistant (CMA) certification from AAMA, AMT, NRCMA, NHA, or NCCT.
• 5+ years of experience as a Medical Assistant, including 2+ years in a leadership or supervisory capacity.
• Demonstrated success in managing remote teams and high-volume phone-based patient care.
• Strong familiarity with EHR systems, Salesforce, Gmail, Slack, and operational tools.
• Strong customer service skills with the ability to communicate effectively and empathetically.
• Excellent communication and coaching skills, especially when guiding staff managing elderly or complex patient populations.
• Strong knowledge of HIPAA and ability to enforce compliance standards across remote staff.
• Highly organized with a focus on quality assurance, documentation standards, and call handling effectiveness.

Additional Skills & Qualifications

• Previous experience in a telehealth or remote healthcare setting is preferred.
• Experience with Athena EMR, Salesforce, Gmail, Slack, and operational tools is preferred but not required.
• Bilingual skills are advantageous.

Work Environment

100% remote. CMAs can be located anywhere throughout the U.S. but operate off of Eastern Time Zone. Candidates must have a private enclosed office space in their home to ensure HIPAA privacy. Work from home only; outside locations like coffee shops or libraries are not permissible. The position is for the second shift with a schedule of Monday to Friday, 10:00 AM EST to 6:00 PM EST, with no weekends or holidays. Opportunities for overtime may be available.